Virtual Agent for HRSD - how to trigger "Ask a question" topic

peter_repan
Kilo Sage

‎06-01-2022 02:19 PM

Hi all,

one of the topics from "HRSD Virtual Agent Conversations" is "Ask a question", however I'm struggling to find a way how to trigger the topic. 

The condition in "Topic Properties" page is checking if case_sys_id or task_sys_id  exist, but have no clue from where are these variables populated. 

find_real_file.png

Does anybody know how can I trigger "Ask a question" topic? Even if I activate it, I cannot see in under topics in Virtual Agent in portal. 

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Victor Chen
ServiceNow Employee

‎06-06-2022 06:59 PM

To your point, if the context variable for Case or Task is blank, the topic isn't visible. But you can still activate it by typing "ask a question" in Virtual Agent. 

find_real_file.png

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peter_repan
Kilo Sage
In response to Victor Chen

‎06-12-2022 01:44 PM

Hi @Victor Chen ,

thank you for reply but it does not work. As you said, when variables are empty, no topic is visible and typing "ask a question" won't help. 

And if I comment the scripted condition, then the topic fails during the processing because the variables are missing. 

I'm really disappointed that ServiceNow does not offer any guidance / documentation for out of the box conversations. 

My question is still valid: How are case_sys_id or task_sys_id variables populated?

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